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Position description:

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Senior Customer Experience Analyst at a level 2. In this position you will use database analysis (SQL or similar), TSD application features/logs, customer reports, and analytic skills to determine the root cause of bug tickets. As a Senior Customer Experience Analyst you will act as a mentor within the organization, sharing skills and knowledge with team members with differing experience. You will explain application functionality to support representatives to both assist them with responding to clients and increase their knowledge of our complex and comprehensive software.

Responsibilities will include, but are not limited to:
-Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email.
-Document all analysis within the tickets in Zendesk/TFS for tracking and traceability.
-Generate documentation for the support help file regarding troubleshooting steps for escalations received.
-Troubleshoot navigation, software usage, and system connectivity issues, escalating when necessary to ensure timely resolution.

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Training:

On the job training.

Requirements:

  • College Degree preferred
  • Must have 3+ years of experience in tech, help desk, or software required
  • Relevant industry experience preferred; car rental, dealership, travel, or software
  • Experience troubleshooting and training customers on software products preferred
  • Bilingual in Spanish preferred
  • Proficient in MS Office products
  • Excellent written and verbal communication skills
  • Strong problem solving and follow-up abilities

Benefits:

We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:

  • Medical, dental, vision, life insurance, and a health savings account
  • 401(k) with up to 6% matching
  • Professional development and training
  • Promotion from within
  • Paid vacation and sick days
  • Eight paid holidays
  • Referral bonuses

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.

Contact information

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Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.

Senior Customer Experience Analyst Support - Andover MA